RELATED SERVICE-CLOUD-CONSULTANT EXAMS & SERVICE-CLOUD-CONSULTANT LATEST EXAM PASS4SURE

Related Service-Cloud-Consultant Exams & Service-Cloud-Consultant Latest Exam Pass4sure

Related Service-Cloud-Consultant Exams & Service-Cloud-Consultant Latest Exam Pass4sure

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Salesforce Service-Cloud-Consultant Latest Exam Pass4sure, Online Service-Cloud-Consultant Lab Simulation

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Salesforce Certified Service cloud consultant Sample Questions (Q168-Q173):

NEW QUESTION # 168
A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.
What is the recommended method to decrease the time it takes to close cases?

  • A. Create Article Translation.
  • B. Create Synonym Groups.
  • C. Add Data Category Groups.
  • D. Enable Suggested Articles.

Answer: D


NEW QUESTION # 169
Which capabilities of the console can the company use to help improve its contact center performance?
(Choose 2)

  • A. Is available for users in the partner portal
  • B. Displays records and their related items as tabs on one screen
  • C. Allows Chatter Messenger to be used between agents
  • D. Indicates when records and lists are changed by others

Answer: B,C


NEW QUESTION # 170
Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time.
What functionality should the consultant recommend implementing to resolve this issue?

  • A. Open CT1
  • B. Contact Requests
  • C. Social Customer Service
  • D. Embedded Chat Window

Answer: D


NEW QUESTION # 171
To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to
provide article with various publishing capabilities. What configuration should be recommended to meet this
objective?

  • A. Assign article managers to public groups and specific article actions to each group.
  • B. Assign article managers to publication teams and specific publication states to each team.
  • C. Assign article managers to publication teams and specific article actions to each team.
  • D. Assign article managers to public groups and specific publication states to each group.

Answer: A


NEW QUESTION # 172
Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers

  • A. Add conditional logic to the instructions
  • B. Add a formula block to the macro
  • C. Add multiple ELSE IF blocks after the IF block
  • D. Create a formula to build the macro logic around

Answer: B,D


NEW QUESTION # 173
......

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